Lead Technical Support Engineer
On-siteBengaluru, Karnataka, India
Bengaluru, Karnataka, IndiaOn-siteFull TimeSenior LevelFleet Safety SoftwareMedium
Full TimeSenior LevelMediumFleet Safety Software
Job Summary
Diagnose and resolve customer-reported technical issues via phone, chat, and remote tools while performing root cause analysis and recommending corrective actions. Engage directly with customers to troubleshoot in-field hardware and software problems on Netradyne's connected vehicle platforms. Collaborate with engineering, QA, and product teams to address technical challenges, maintain case documentation, and escalate critical incidents with supporting details. Work within a 24x7x365 operations center requiring flexibility for any shift, including weekends.
Required Qualifications
- 6–8 years of technical support experience, preferably with SaaS or cloud-based platforms
- Basic SQL knowledge and working experience with one or more databases (Postgres, MySQL, etc.)
- Familiarity with ITSM tools (e.g., ServiceNow, JIRA, or Salesforce)
- Good hands-on experience with REST APIs and webhooks
- Proven ability to collaborate in a dynamic, fast-paced team environment
- A bachelor's degree in a tech-related field - B.E. / BTech / MCA
- Must be available for weekend shifts (Saturday and/or Sunday)
Desired Qualifications
- Prior experience supporting international customers (US or UK preferred)
- Strong English communication skills
- Excellent customer-relationship abilities
- Exposure to cloud technologies (Docker, Kubernetes, Microservices)
- Experience with at least one scripting language (e.g., Python, Shell, or Java)
- Familiarity with monitoring tools and incident management processes
- Understanding of network protocols, system-level troubleshooting
- Awareness of AI/ML concepts and their application
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